Senior Manager - Collections Operations (Bpo)

Firstsource; Xico; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salary

Food vouchers

Benefits above statutory requirements

Christmas bonus

Vacation benefits

Life insurance

Gym and wellness access

Free on-site parking

Cereal bar and site benefits

Monday–Friday schedule

Descripción de la vacante

Firstsource busca un Senior Manager de Collections Operations para liderar múltiples líneas de negocio de cobranzas para clientes estadounidenses. Reporta a la dirección y supervisa equipos de más de 100 empleados, asegurando rendimiento, calidad y cumplimiento.

El candidato ideal tiene experiencia en BPO/collections, manejo de KPIs, y capacidad de impulsar crecimiento y expansión de cuentas, manteniendo relaciones con clientes clave y liderazgo de alto nivel.

Formación

• Liderar equipos y programas en operaciones de cobranzas.
• Capacidad para analizar KPIs y gobernanza operativa.
• Comunicación con clientes y stakeholders de alto nivel.

Responsabilidades

• Dirigir el desempeño operativo de varias LOBs de cobranzas para clientes de servicios financieros en EE. UU.
• Gestionar a Managers y Assistant Managers con 100+ empleados a cargo.
• Mantener KPIs de rendimiento, productividad y calidad; gestionar proveedores y SLA.
• Conducir revisiones operativas y planes de acción con efectos medibles.
• Asegurar cumplimiento de políticas, SOPs y marcos de control.
• Colaborar con áreas de WFM, Adquisición de Talento y HR para personal y desarrollo.

Conocimientos

Liderazgo

English proficiency

Análisis

Descripción del empleo

Senior Manager - Collections Operations (BPO) Firstsource Ciudad de México, Ciudad de México, MX

Descripción del trabajo

Firstsource is looking for an experienced Senior Manager – Collections Operations to lead multiple collections lines of business supporting U.S. financial services clients. This is a senior operational leadership position with significant ownership of client relationships, revenue performance, business growth, operational strategy, and people leadership . The Senior Manager will oversee Managers and Assistant Managers responsible for multiple teams and will act as a primary point of contact for assigned clients. This person will be expected to understand the business beyond day-to-day operations: identifying client needs, improving performance, developing leadership capability, and creating opportunities for account expansion and additional revenue. The role reports to senior country leadership and is expected to operate with a high degree of autonomy and accountability.

Key Responsibilities

• Own the end-to-end operational performance of multiple collections lines of business supporting U.S. banking and financial services clients.
• Lead and develop Managers and Assistant Managers responsible for multiple collections teams and approximately 100+ employees across the operation.
• Maintain full accountability for the operational health of assigned LOBs, including performance, staffing, productivity, quality, compliance, attrition, attendance, employee engagement, and financial results.
• Establish, monitor, and continuously improve operational KPIs and performance standards across all assigned businesses.
• Manage collections and BPO performance indicators such as recovery performance, productivity, contact rates, promise-to-pay performance, adherence, occupancy, attendance, attrition, quality, SLA attainment, and other client‐specific KPIs.
• Conduct regular operational reviews with Managers to identify trends, performance gaps, risks, and corrective actions.
• Ensure Managers maintain effective performance‑management routines across their teams, including daily, weekly, and monthly business reviews.
• Build and enforce operational governance structures, policies, SOPs, escalation procedures, and accountability mechanisms required to maintain healthy and sustainable operations.
• Identify underperforming teams, processes, or leaders and implement structured action plans with measurable timelines and outcomes.
• Ensure appropriate staffing levels and leadership coverage are maintained across all LOBs based on forecasted workload, productivity expectations, shrinkage, attrition, and client demand.
• Partner closely with Workforce Management to review forecasts, schedules, capacity, shrinkage, adherence, staffing requirements, and future hiring needs.
• Partner with Talent Acquisition to define hiring profiles, hiring volumes, ramp requirements, and timelines necessary to support existing and expanding businesses.
• Partner with Training and Quality teams to identify capability gaps and ensure training, coaching, quality standards, and operational expectations remain aligned.
• Collaborate with HR on employee‑relations matters while maintaining operational accountability for leadership effectiveness, performance, attendance, and team culture.
• Partner with Finance to understand revenue, cost, profitability, staffing economics, and the financial impact of operational decisions.
• Develop operating plans and strategies designed to improve productivity, collections effectiveness, client satisfaction, and revenue.
• Review business performance at both LOB and portfolio level and allocate leadership attention and resources based on operational and financial priorities.
• Maintain strong control over operational risk, ensuring processes and policies are consistently followed across all teams.
• Ensure compliance with client requirements, internal policies, U.S. financial‑services expectations, and applicable collections standards.
• Lead root‑cause analysis for significant performance, compliance, quality, staffing, or client‑impacting issues.
• Develop recovery plans for underperforming LOBs and provide clear accountability to Managers for execution.
• Lead operational change initiatives, including process redesign, workflow improvements, technology implementation, staffing‑model changes, and productivity initiatives.
• Own the leadership structure of assigned businesses, including selection, development, succession planning, performance management, and recommendations regarding leadership changes.
• Create a strong pipeline of Managers, Assistant Managers, Senior Team Leaders, and Team Leaders capable of supporting future growth.
• Serve as a senior point of contact for assigned clients and maintain frequent communication with Directors, Vice Presidents, and other senior stakeholders.
• Lead monthly and quarterly business reviews, presenting performance, financial impact, risks, corrective actions, strategic initiatives, and growth opportunities.
• Proactively identify client pain points and develop operational solutions before issues escalated.
• Translate strong operational results into opportunities for additional scope, new lines of business, increased headcount, and revenue growth.
• Exercise significant autonomy in managing assigned businesses while escalating material risks, investment requirements, or strategic decisions to senior country leadership.

Minimum Requirements

• 6–8+ years of progressive BPO / contact‑center operations experience is required.
• Candidates must have significant experience specifically within collections operations .
• Previous experience managing Managers and/or Assistant Managers is required.
• Demonstrated experience leading large‑scale contact‑center operations of approximately 100+ employees .
• Strong experience managing multiple teams, programs, accounts, or lines of business simultaneously.
• Demonstrated ownership of operational KPIs, governance, performance‑management routines, and business‑health indicators.
• Proven ability to diagnose underperformance through data and implement structured operational recovery plans.
• Experience managing staffing, productivity, shrinkage, attendance, attrition, quality, SLA, and workforce‑performance metrics.
• Strong knowledge of collections KPIs and collection‑strategy fundamentals.
• Experience building or enforcing SOPs, policies, operational controls, and escalation frameworks.
• Strong client‑management experience, preferably supporting U.S‑based clients.
• Experience presenting performance and strategy to senior client stakeholders such as Directors or Vice Presidents.
• Strong financial and commercial understanding, including revenue, staffing economics, profitability, cost management, and business growth.
• Demonstrated ability to connect operational performance with client retention and revenue expansion.
• Banking, lending, credit, or broader financial‑services experience is strongly preferred.
• Knowledge of U.S. banking, collections, regulatory, and compliance expectations is highly desirable.
• Strong analytical, leadership, coaching, decision‑making, and change‑management capabilities.
• Ability to operate autonomously and assume complete accountability for assigned lines of business.
• Advanced English – minimum C1 required. Candidates without formal certification must be willing to complete an English assessment.

What We Offer

• Competitive monthly base salary based on market rate
• Food vouchers equivalent to 10% of base salary, subject to the applicable legal cap
• Benefits above Mexican statutory requirements
• Christmas bonus above the statutory minimum
• Vacation benefits above the statutory minimum
• Life insurance
• TotalPass gym and wellness access
• Free on‑site parking
• Cereal bar and additional site benefits
• Monday–Friday schedule, generally aligned to approximately 8:00 a.m.–6:00 p.m. , with flexibility according to client and business needs